Sub Dealer Training Handbook

1
Sub Dealer TrainingHandbook
2
Metro Basics

• Coverage / Calling Area
• Metro Promise
• Warranty vs. Non-Warranty
• Programming
• Handset Troubleshooting
• WNP
• Insurance
• Metroanswers Web Site

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Metro Basics

• Coverage Area
• Make sure to show customers our coverage map.
  (Point out new coverage and expansion)
• Service area shown is not a guarantee of service.
  Coverage is an approximation and can vary
  depending on terrain, electrical interference,
  and/or atmospheric conditions.
• Metro Promise
• The phone must be returned within 30 days of
  purchase with less than one hour of talk time
• The phone must be in "like new condition" and
  contain all original packaging and accessories

4
Metro Basics

• Warranty vs. Non-Warranty
• Repairing your phone within 30 days of purchase
  
• Bring your phone to an authorized service
  location for inspection and possible replacement.
  
• If the phone is found to be defective, receive a
  "like for like" replacement immediately
• Repairing your phone after 30 days of purchase
• Bring your phone to an authorized service
  location for inspection and possible replacement.
  If the phone is found to be defective and within
  the manufacturer's warranty period, you may
  receive a replacement phone. Additional charges
  may apply. See store personnel for additional
  information
• Excluding phones that show signs of outside
  physical damage or are no longer within the
  manufacturers warranty.

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Metro Basics

• Non-Warranty Issues (Voided Warranty)
• The Product has been subjected to abnormal use,
  abnormal conditions, improper storage, exposure
  to moisture or dampness, unauthorized
  modifications, unauthorized connections,
  unauthorized repair, misuse, neglect, abuse,
  accident, alteration, improper installation, or
  other acts which are not the fault of the
  manufacturer.
• The Product has been damaged from external causes
  such as collision with an object, or from fire,
  flooding, sand, dirt, windstorm, lightning,
  earthquake or damage from exposure to weather
  conditions, an Act of God, or battery leakage,
  theft, blown fuse, or improper use of any
  electrical source, damage caused by computer or
  internet viruses, bugs, worms, Trojan Horses, or
  damage caused by the connection to other products
  not recommended for interconnection by the
  manufacturer.
• The Product serial number plate or the
  enhancement data code has been removed, defaced
  or altered.

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Metro Basics

• Programming

Manual Handset Programming Audiovox 8900, 8910
Enter 2 0 0 2 2 0 0 2 and depress the END key (key with the red phone icon). At the Security Menu, highlight option 1 Set NAM and depress the OK key. At Please Enter your code, enter the six digit security code 587846. Welcome to NAM Programming will display on the screen. At the Sub Setup menu, select Phone Number to program the MIN. (The MIN must be programmed BEFORE the MDN!!) Use the Back key to erase existing digits if necessary. Enter the 10-digit MIN and depress the OK key to Store the number. Back at the Sub Setup menu, select DIR Number to program the MDN. Use the Back key to erase existing digits if necessary. In the 8900, the MDN MUST ALWAYS be programmed even if it is the same number as the MIN. It WILL NOT auto-populate in the DIR Number field. Enter the 10-digit MDN and depress the OK key to Store the number. Back at the Sub Setup menu, select Home SIDs. Use the Back key to erase existing digits if necessary. Enter the appropriate SID and select OK. SF5037 Sac5007 Depress the End key (button with the red phone icon) to exit Service Programming. The phone will power off and then power back on.
Manual Handset Programming Motorola V262/V266
On the keypad, press P-H-O-N-E- (74663), then Menu and Menu again. At the Security menu screen, enter 587846 and press OK. Highlight NAM1 and press select. Highlight MIN and press Change. Use clear key (CLR) to erase existing digits if necessary. Enter 10 digit MIN and press OK. Arrow down to MDN, and press Change. Use clear key (CLR) to erase existing digits if necessary. Enter 10 digit MDN and press OK. Arrow down to CDMA Sys ID (SID) and press Change. Use clear key (CLR) to erase existing digits if necessary. Enter 5037 for San Francisco 040 numbers or 5007 for Sacramento 030 numbers. Press OK. Press Done, then press the END key (button with the red phone icon). Phone will power off and back on. NOTE programming menu is very time-sensitive if there is a delay entering the initial code, the request will time-out and you will have to begin again.
Manual Handset Programming Nokia
Enter Programming Access Code 639 Enter Service Programming Code 5 8 7 8 4 6 Press OK Accepted will display on the screen and then disappear. At the Language prompt, select the appropriate language and press Select At the Own Number (MDN) window, enter the 10 digit MDN assigned in the work order. At the Mobile ID (MIN) window, enter the 10 digit number that was assigned in the work order. At the Changes screen, highlight Save and press Select The message Phone Activation Successful will display. The phone will go back to the main screen. Manually power the phone off and back on again.
Manual Handset Programming Samsung A570
Turn on the handset. Depress the key for Menu, then depress the 9 key. At the Setup menu, depress 4 for Display. At the Display menu, depress the (star) key. When the System Prog window displays, enter 587846. At Service Mode window, the ESN will display. Depress the right side of the Navigation button (_at_ sign) to move through the menu. The first screen after the ESN is the MDN. Enter the 10 digit MDN and depress the right side of the Navigation button (_at_ sign). The next screen (Phone Number) is the MIN. Enter the 10 digit MIN if it is different from the MDN. Depress the right side of the Navigation button (_at_ sign) twice to display the Home SID. Enter the appropriate SID. San Francisco5037 Sacramento5007 Depress the END key. The phone will power off and then power back on.
More Programming Guides are available on
metroanswers
7
Metro Basics

• Handset Troubleshooting
• If a phone doesnt charge try a different battery
  or a different charger.
• Sometimes phones get frozen power cycle the
  handset by removing the battery.
• Be clear and detailed when filling out trouble
  tickets for service centers.

Color Screen/Speaker Camera Phone
Bluetooth, 2 megapixal camera, MP3
Bluetooth Technology
Color Screen
Color Screen/Speaker/FM Radio
Color Screen/Speaker/ Camera
Color Screen
Speaker/flashlight
QWERTY keyboard, bluetooth, camera
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Metro Basics

• Wireless Number Portability Procedures
• Dealer completes the 'WNP Dealer Port LOA' form
  above and customer signs. 
• Dealer makes a copy of customers photo ID.
• Dealer makes a copy of customer's bill. Make
  sure the quality of the copy is good. Note
  Only one page with customer's account number,
  mobile number, name and address is required.
  Additionally, if the customer is on a prepay
  plan, no bill copy is required
• If dealer has web activation tool, ALL new
  account activation ports must be completed
  through the web check with your metroPCS account
  representative if you do not know how to complete
  a port request.
• If dealer does not have the web activation tool,
  for any port/number change on an existing
  metroPCS account, and for any port on a
  reactivated phone, the port request will be
  completed by the SF Region office.  Be sure to
  mark the attached form appropriately.
• Dealer faxes all three documents above to (510)
  217-6370
• Dealer completes their normal Start of Service
  Form one page is given to customer and one kept
  on file with dealer.  This does not need to be
  faxed.
• If the port is to be completed by the SF Region
  office, the account will generally be set up
  within 2 hours.  Porting rep will call-back
  dealer if additional info is needed.
• If the port is to be completed by the SF Region
  office, porting rep will contact dealer with MIN,
  account number and approximate monthly bill
  amount.  Dealer will then program customers
  phone with MIN.
• Customer can begin making outbound calls but
  cannot receive incoming calls until the porting
  is complete and customers current carrier
  releases the number. Please set the customers
  expectation at 24 hours for the porting to be
  complete for a wireless number and approximately
  5 business days for a landline port.
• If they have not received a call within 24
  business hours, please instruct the customer to
  call the Porting Group at 1-800-518-7519 to
  research the status.
• IMPORTANT!! The customer should not request to
  port his/her number unless the contract with
  their current carrier has already expired or is
  expiring the day of the request. If the porting
  request arrives at their current carriers system
  prior to the end of the contract date, the other
  carrier will most likely impose the early
  termination penalty on the customer.

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Metro Basics

• Insurance
• Call 866-862-3397 or go to http//www.phoneclaim.c
  om/ Asurion Services
• When Am I Covered?
• Coverage begins the first day of your second
  month of service, as long as your account has
  been paid.
• Conditions
• Metroguard allows 2 phones claims in a 12 month
  period, beginning with the date of the first loss.

Program A Program B
50 Deductible 85 Deductible
LG/LX 1200, 5400, 3200 Samsung A610, A670, A850
Kyocera Rave(KX433C), S14, 1155, 2235 Kyocera Slider(SE47), K612(Strobe)
Nokia 2270, 3585, 3586i, 6015, 2116i, 2125i Nokia 3205, 6165, 6225, 6235, 6255, 6265      
Audiovox 8500, 8615 Audiovox 8900, 8910
Motorola V262 Motorola V266, RAZRV3C  
Samsung N330, A570, A645
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Metro Basics

• MetroAnswers
• www.metroanswers.com
• sfsub
• Metro123
• Full of Information
• Dealer Reference Material
• Forms and Marketing Materials

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Metro Features

• Greet Me Tones
• Travel Talk
• UDA (Unlimited Directory Assistance)
• Metro WEB

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Metro Features

• Q How is a ringtone different from a GreetMe
  Tone?A A ringtone is what you hear your phone
  play when someone calls you. A GreetMeTone is
  what your callers hear when they call you,
  instead of the standard "ring ring".
• Q Does it matter what type of phone I
  have?A No, GreetMe Tones works with all phone
  types.
• Q How do I know if I'm eligible to sign up for
  GreetMe Tones?A To sign up for GreetMe Tones
  you must have access to the Internet. In
  addition, you must be on a 35 calling plan or
  higher.
• Q How much and where can I get GreetMe
  Tones?A The feature is 1.75 per month, once
  youve added the feature to your plan login to
  www.greetmetones.com . GreetMe tones vary in
  price from 1.99 for standard tones to 2.49 for
  premium tones.

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Metro Features

• Travel Talk
• Traveling consists of two types of new features
• MetroPCS Traveling (Traveling in other Metro
  markets)
• TravelTalk (Traveling outside any MetroPCS
  coverage)
• The following handsets are TravelTalk capable
• Kyocera 2235, 1155, S14, Slider
• Nokia 2116i, 2125i, 3586i, 6015i, 3205, 6225,
  6235i, 6255i
• Audiovox 8500, 8900, 8910, 8615
• LG 5400, 3200
• Samsung a570, a610, a670, n330
• Motorola v262, V266
• Any future MetroPCS handsets
• The following handsets may only be used for
  Travel in another MetroPCS market
• Nokia 2270, 3585
• LG 1200
• Kyocera Rave
• The Following handsets are not TravelTalk
  Capable

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Metro Features

• Unlimited Directory Assistance (UDA)
• Ask all you want with metro411 Unlimited
  Directory Assistance for 2.00 per month. You
  will hear the number, AND you will receive a text
  message containing the name and phone number you
  requested. Receive residential, business and
  government phone listings for anywhere in the
  U.S., Canada or Puerto Rico when you dial 411
  from your MetroPCS phone.

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Metro Features

• metroWEB
• For 5.00 a month metroWEB allows customers the
  ability to access the WEB directly from their
  handsets.
• Below is a summary of some of the things
  customers can do with MetroWeb
• Get up-to-date news, including local news
• Check sports scores
• Get movie times and buy movie tickets
• Get directions
• Check the local weather
• Search the web

• The following handsets support MetroWeb
• Audiovox 8615
• Audiovox 8910
• Kyocera Strobe
• Motorola v262
• Motorola v266
• Motorola RAZR
• Nokia 3205
• Nokia 6225
• Nokia 6235i
• Nokia 6255i
• Nokia 6265i
• Samsung a570
• Samsung a645
• Samsung a850
• Handsets to be launched later in 2006.

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Selling 101

• Qualifying The Sale
• Overcoming Objections
• Closing The Sale
• Referrals

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Selling 101

• Qualifying The Sale
• Difference between open / close ended questions.
• Closed Ended ( yes or no answers)
• Open Ended ( Supplies more information)
• Planting Seeds
• Use learned information to customize our
  service
• Dont information dump!

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Selling 101

• Overcoming Objections
• Have a rebuttal response ready for common
  questions.
• (Example How come you dont have free phones?)
• Mr. / Mrs. Customer, I understand your initial
  investment for the price of the phone may seem
  high but you do receive your first month free,
  and no activation fee and with our service youll
  end up saving more in the long run.
• Show Dont Tell
• F.A.B process (Feature / Action / Benefit)
• Feature UDA (Unlimited Dir Assist for 2.00 per
  month)
• Action If youre on the road you can get phone
  numbers
• Benefit Cheaper then landline costs, Text
  messaged info

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Selling 101

• Closing The Sale
• Most sales people go through the entire sales
  process but dont ask for the sale at the end.
• Closing Techniques
• Look for the Yes
• Wouldnt you like to save money every month? YES
• Not having to worry about minutes sound good,
  right? YES
• Would you like to get started today and start
  saving? YES

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Selling 101

• Referrals
• Dont be afraid to ask customers to refer friends
  to you.
• Ask when qualifying Could anyone else in your
  family benefit from having wireless service?
• Offer incentives for customers to give you
  business. (Build a rapport)

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Growing The Business

• Independent Advertising
• Flyers
• Contests

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Growing The Business

• Independent Advertising
• The MetroPCS Authorized Dealer Logos can appear
  in two colors or in black and white. When placing
  the Logo on your marketing or promotional
  materials, use the variation most appropriate to
  your audience and marketing budget. You must
  retain the colors of the Logo. Do not alter or
  change the colors of the logo.
• The font size ratio of MetroPCS to Authorized
  Dealer should be no less than 41.

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Growing The Business

• Fliers
• Available on www.metroanswers.com
• Contests
• Create contests for your employees to stay
  motivated.
• If you need ideas ask your account rep.

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WebA

• Requirements
• Certificate Requested
• Training Completed

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WebA

• Requirements
• Minimum number of acts per month
• Computer / Printer / High Speed Internet
• Certificate Request
• When you have all the requirements your location
  will be considered for installation of web
  activations

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Merchandising

• Brochures
• Posters
• Coverage Maps
• SOS Forms
• Dummy Phones

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Merchandising

• Brochures
• Only display up to date brochures. Once youre
  provided with new materials dispose of all old
  collateral.
• Posters
• Promotional posters should be removed and
  disposed of at the end of each promotion. If you
  need replacement posters make sure to contact
  your rep.

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Merchandising

• Coverage Map
• Know how to explain the coverage map to
  customers. Difference between Full Coverage and
  Mobile Coverage Areas.
• SOS Forms
• Should be filled out with each web act. The
  customer should receive the yellow copy with all
  the terms and conditions attached.
• Dummies
• Keep dummy phones clean and in good condition.
  This is a reflection of our company and the
  products we choose to sell.